Service Standards

Service Standards

  • We will always provide service to the policy holder professionally, with courtesy and respect
  • There will always be a toll-free telephone number for the use of our policy holders
  • We will respond to all general service inquiries within 1½ business days provided the customer is reachable
  • We will always provide 24 hour emergency claims service through a toll free number where our customers may speak to a live claims representative
  • We will always ensure that a claims representative will make contact with our customer within 1½ business days of reporting for all non-emergency claims provided the customer is reachable
  • For all emergency claims, we are committed to an adjuster making contact with the insured within 4 hours of reporting of the claim
  • We will respond to all customer inquiries about their existing claim within 1½ business days of the inquiry provided the customer is reachable
  • We will always mail claim cheques within 7 business days or less from the date of agreed settlement (partial or otherwise) except where government legislation dictates otherwise
  • In the rare occasion where emergency funds are severely needed (such as a total loss house fire) North Kent Mutual will endeavor to provide an emergency partial payment within 48 hrs.